Cornell University has analysed online customer hotel reviews through natural language-processing algorithms, across 5,830 TripAdvisor English-language reviews for 57 different hotels in Moscow from 2012 to 2013.

Findings included the fact that negative comments carry a lot more weight in a guest’s rating of a hotel than positive. The top five terms most likely to be used when describing amenities are ‘breakfast’, ‘free’, ‘food’, ‘bed’, and ‘Wi-Fi’. In describing the overall experience of a stay, the most common terms used tended to be generally positive: ‘great’, ‘staff’, ‘service’, ‘excellent’, and ‘recommend’ were in the top 10.

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